Refund policy

Candly Return Policy

We offer a 14-day return policy. This means that within 14 calendar days from the date you receive your order, you may request a return.

How to Request a Return

To begin the return process, please contact us at hello@candly.gr and include the following:

  • Full Name

  • Order Number

  • Product(s) you wish to return

  • A short description of the reason for the return

Products must be returned to the following address:

Candly – Korallion 8A, Peristeri, 12137, Athens

Returns sent without prior communication will not be accepted.

Return Conditions

To be eligible for a return, the product must:

  • Be in the same condition in which it was received

  • Be unused and the candle must not have been lit

  • Be in its original packaging, including all labels

  • Be accompanied by the receipt or proof of purchase

Unless the return is due to our error or a defective product, return shipping costs are the customer’s responsibility.

Original shipping fees are non-refundable unless the return is due to our mistake or a defective item.

Damages & Incorrect Products

Please check your order upon reception.

If a product is:

  • defective

  • damaged

  • or you received the wrong item

contact us immediately at hello@candly.gr, including relevant photos (product + packaging), so we can assess the issue and resolve it with either a replacement or a refund.

Exceptions / Non-returnable Items

Returns are not accepted for:

  • Products that have been used

    • e.g., candles that have been lit

    • room sprays or mists that have been used

  • Special / custom-made orders

    • e.g., custom labels, corporate gifts, wedding favors, personalized messages

  • Sale items or discounted items, unless defective

  • Gift cards

If you are unsure whether a specific item can be returned, please contact us before purchasing or shipping it.

Exchanges

The fastest way to get another item is:

  1. Request a return for the item you have.

  2. Once the return is approved and completed, place a new separate order for the item you want.

14-Day Right of Withdrawal (EU)

If your order is shipped within the European Union, you have the right to withdraw within 14 calendar days from the date of receipt, without providing a reason.

In this case, the product must:

  • be in the same condition as received

  • be unused

  • include all labels and original packaging

  • be accompanied by the purchase receipt

Refunds

Once we receive and inspect the returned item:

  • We will notify you via email whether the refund has been approved

  • If approved, the refund will be issued to your original payment method within up to 10 business days

Please note that your bank or card provider may require additional time to process and post the refund.

If more than 15 business days have passed since your refund was approved and you still haven’t received the funds, please contact us at hello@candly.gr.